Patient Services Customer Support / Case Manager

Virtual Company; Tucson (AZ); Remote; USD 35,000 - 44,000; Full time

Job summary

The Fountain Group is seeking a Case Manager to serve as the dedicated contact for patients and healthcare professionals when initiating treatment for Client therapy. This remote role is local to Tempe, AZ or East Hanover, NJ for company all-hands if needed.

Responsibilities include onboarding, insurance verification, financial assistance, and ongoing support, with cross-functional collaboration to ensure accurate information sharing.

Qualifications

• Minimum 3 years of relevant patient service support experience.
• Strong interpersonal and verbal communication skills.
• Excellent written communication and documentation.
• Experience with Salesforce or another CRM preferred.
• Bi-lingual Spanish speaking is a plus.

Responsibilities

• Develop SME knowledge of the brand and patient workstreams.
• Interact professionally with customers and Client associates.
• Manage cases with escalation, tracking, triage and follow-up.
• Navigate insurance and financial assistance.
• Adhere to SLAs, KPIs, productivity and quality metrics.

Skills

Communication skills

Customer service

Phone communication

CRM experience

Bilingual Spanish

Education

High School Diploma

Associate or BS/BA preferred

Tools

Salesforce

Job description

Remote but local to Tempe, AZ or East Hanover, NJ for company all-hands if needed.

Pay: $25.40-$32/hour

Duration: 2 years

Internal Job Title: Case Manager

Shift timings – 8:00 am Eastern Time – 5:00 pm Eastern Time/9:00 am – 6:00 pm Eastern Time/ 11:00 am - 8:00 pm Eastern Time

Overview

The Case Manager (Care Navigator 2) serves as the dedicated point of contact to patients and healthcare professionals when initiating treatment of a Client therapy.

Responsibilities include navigating through onboarding, insurance verification, financial assistance, and ongoing support as requested by the patient and their healthcare professional.

Case Managers will also be working with cross-functional team members within Client Patient Support, where appropriate, to ensure continuity of information being shared with the healthcare professional and patients.

As a Case Manager, you will be assigned a specific territory to work within and become an expert in that regional area to best assist the individuals who call in, submit service request forms (SRFs) or required financial assistance.

The Case Manager must have strong communication skills to converse with customers about the patient's journey and be able to offer next steps in accordance with approved procedures.

• Develop and maintain Subject Matter Expert (SME) level knowledge of the relevant brand and customer workstreams for the specific assigned program
• Professionally and compliantly interact with customers, relevant Client associates, and other external contacts during inbound and outbound phone calls
• Manage assigned cases throughout the patient journey; perform proper and timely escalation, tracking, triage and follow-up where required
• Handle complex interactions and/or cases as it pertains to navigating insurances and financial assistance
• Adhere to call guides, job aides and work instructions for case processing and case cadence
• Adhere to Service Level Agreements (SLAs), Key Performance Indicators (KPIs), productivity, and quality metrics

Qualifications

• High School Diploma required, associate or BS/BA degree preferred
• The individual hired for this role will be required to successfully complete initial training, including passing simulations and become certified to do the role
• Minimum 3 years of relevant patient service support experience (such as Healthcare, Pharmaceuticals, Patient Services or Contact Center Experience) is required.
• Strong interpersonal, telephone and verbal communication skills, including the ability to project warmth and compassion while effectively and efficiently conveying information via phone is required.
• Excellent written communication skills including the ability to interpret, capture and document the essence of and next steps for customer conversations in a clear and cogent way is required.
• Computer literacy in with email, video conferencing systems, and data entry/case management systems required.
• Experience working with Salesforce or other CRM platforms preferred.
• Bi-lingual, Spanish speaking ability a plus.